LEADROUTER

CENTURY 21 LeadRouterLeads Management Strategy

Sales Associate Program Overview

Copyright © 2009 Century 21 Real Estate LLC. All rights reserved.

Today’s Session

Today we will discuss the following:

• Current buyer and seller trends

• Understanding effective leads management

• Introduce the LeadRouter software product

• Examine key functions

• Provide resources


Home Buyer Leads

Where buyer found the home they purchasedpercentage distribution

National Association of Realtors 2008 Profile of Home Buyers and Sellers

Study


Use of Information Sources

Buyers’ Use of Different Information Sourcespercentage distribution


Study


Perceived Usefulness

Buyers’ Perceived Usefulness of Different Information Sourcespercentage distribution


Study


Home Buyer Leads

Where buyer found the home they purchasedpercentage distribution


Study


What Does this Mean?

• More and more people are looking for real estate related information on the Internet

• Most are thinking about buying or selling a home. These are WARM leads

• Not capturing this information, would be foolish, especially in a challenged market

• Capturing and cultivating these leads is good for:• Broker• Sales Associate• Consumer


Why LeadRouter?

• Capture and convert online leads faster

• The benefits include:

– Captured from Web-based sources

– Routed to sales associate by phone

– Monitoring and tracking tools help you view your progress

– Improved customer satisfaction, lead conversion and revenue!


Lead Tracking Is Important to Your Business

National Statistics

50% of Internet leads never get a response

Average response time is 54 hours!

eConsumer has a 15 minute patience level

For every email you receive, consumer has emailed 5 others

50% of eBuyers need 12-24 months of incubation (care and feeding)

70% of consumers work with first agent to respond (NAR stats)

80% of home buyers use the Internet to find a home and a real estate professional to represent them


What Is The Cure?

• Leads are captured and routed to you in seconds

• No extra wireless equipment necessary, just your cell phone and Internet access

• Astound consumers with the fastest response time

• Online leads management tool is intuitive and easy to learn

• Integrated into the brand and company existing support tools


Why CENTURY 21 LeadRouter?

A consumer is visiting your Web site, they want to find out more information on a property

This type of lead is rapidly increasing

Consumer hits SEND -- At the speed of light, they are connected to the CENTURY 21 LeadRouter system

LeadRouter matches the lead to the assigned sales

associate

Converts text to a voice system

Calls agent’s cell phone

Agent can “accept” or “pass” on the lead

Communicates the lead information to the agent

Process is the same for consumer phone inquires. Call

Coordinator enters the information into the system

and the same process occurs

Process is the same for consumer phone inquires. Call

Coordinator enters the information into the system

and the same process occurs


The LeadRouter Process

• Lead arrives online

• Analyzes and routes the lead to the Sales Associate

• Your mobile phone rings

• Converts the data to voice, you can call the consumer from anywhere to capture the prospect

• LeadRouter logs the lead into your online account

• You will need to periodically update the Lead record to keep your Manager informed

• The online system tracks all activity so that you can also monitor your progress


What Does the Call Sound Like?

• LeadRouter speaks electronically over the phone

• It reads the information provided and then repeats.

– “If this is not voicemail, please press “1”

• Provides a PREVIEW of the lead

– Source, area, price and referral fee

• ACCEPT by pressing 1 (decline by pressing 2 or hang up)

– Once ACCEPTED, additional information will be provided

• Contact information of the consumer

– Name, telephone number and email address

• Details like price, property type, comments that provide helpful information can be used when making the return call


Additional Features

• Integrated into 21online.com and no additional login

• Browser-based; separate account for each user

• Managers can see all office/company lead activity

• Online learning sessions include comprehensive workbook and online support sites; repeat classes any time

• Professional Help Desk provides support, tips and tricks for maximizing the system


The Solution – LeadRouter

• A Web-based application that routes the lead and facilitates the lead management process

“Do Not Call” compliant

Immediate response

Fully automated

Creates full accountability

Full reporting

Added value for renewals and franchise sales

Industry best solution


CENTURY 21 LeadRouter

• Two competitive advantages:

– SPEED of touching buyer candidate

Most buyers contact 5 different REALTORS®

70-80% probability they will work with the first contact

– INCUBATION & accountability

• Agents need to follow-up on the leads or pass them along

LeadRouter™ users often respond while the consumer is still at the keyboard!


How Does the Logic Work?

LeadRouter is programmed using Business Rules that are assigned by the Broker

•Some rules are operational, (example: time of day)

•How leads are matched to specific agents

•How to direct phone, Internet and listing leads

•How to handle multiple inquiries from the same consumer

•How quickly an agent needs to respond

•How frequently an agent needs to update the lead record

•How “DEAD” leads are handled

•How unique leads are handled before being passed along to the agent (relocation/company referral)


Business Rules for the Listing Agent

• Listing Agent always receives first chance at their listing leads*

• Voicemail message with claim time if unanswered

• Company claim time within X minutes

• Routed to next available, eligible agent

• Better the company service the Lead, than the competitor

*At the discretion of Broker/Company


General Issues

• Where will the leads come from?

– Company Web page or office page on century21.com, email

– Walk-ins, front desk calls, personal contacts

• What criteria will be used to assign leads?

– Your personal qualifications will be entered into the system

• Will there be fees for the leads?

– Fees for some/all leads will be at the Broker’s discretion


Instant Notification

• Sales Associates notified of new leads via

– Cell phone

– Email

– Wireless device (Blackberry, Palm, etc.)

• Leads accepted using any of those methods

• Broker can enable voice mail messages if desired

Claim Time Example: Agent has 2 hours to respond or the lead is “re-assigned” to the “next up” agent.


Where can Leads Come From?

• Automatic Capture from:– Century21.com– Realtor.com– Company Website– Agent Websites– Relocation Network– Hotline Systems

• Manual Entry at Front Desk or Agent Entry– Relocation Department– Sign Calls– Walk-ins


What Happens Next?

• Agent contacts the lead

• They must update the LeadRouter system within a specified amount of time

• If agent updates the system, he/she can continue to receive new leads

• If agent does not update the system, they will be NOT ELIGIBLE for new leads until their updates are complete

• Regular, periodic updates will be required by the sales associate over the life of the lead


Immediate Response

• Automated and immediate call routing

• All leads sent to cell phones within seconds

• Text to voice technology converts lead to spoken message

• Voice mail detection and next-agent rollover


Full Accountability

• Non-responsive agents removed from queue

• Simple, full featured management console

– Red-light, yellow-light, green-light dashboard

• Optional call center support

– Mobility will do quality service check ups and follow through support


How Does It Work?


Access from 21online.com

• Go to 21online.com

• Access the LeadRouter link

• Sales Associates will not have access to the LeadRouter Admin area


Agent Leads Screen


Agent Update Screen


Admin Screen- Lead Monitor


Reports- Monthly Report


Help Desk Support for LeadRouter

• Help Desk support for the Lead Management software available 7:00 am - 1:00 am, Monday-Friday Eastern time, and 7:00 am - 12:00 am, Saturday and Sunday

• Help Desk professionals can also assist sales associates with accessing training classes and quick-reference materials

For More Information:

Call: 210-979-6700Or

Email: [email protected]


WANT TO KNOW MORE?

Call: 210-979-6700Or

Email: [email protected]


Thank You

LEADROUTER

Career

Transcript of LEADROUTER